Serve as the first point of contact for all incidents.
• Log all incoming calls and email and record sufficient information to facilitate effective incident processing.
• Identify the impact, urgency, and priority of incidents.
• Categorize the ticket accordingly.
• Provide initial troubleshooting and support for incidents.
• Escalate incidents that cannot be resolved by the service desk to the appropriate Application Maintenance team and monitor progress.
• Seek confirmation for closure from the user when resolution is provided.
• Prepare daily and weekly report.
